Lucky Crypto Casino - Player’s attempt to self-exclude from the casino has been overlooked.

Hello casino guru,

i have asked a permanent closure on this casino months ago... i exchanged a lot of emails with them so they finally close my account. I had to threaten them to contact gambling commission so it is finally closed.

Today, i received a mail from them that i can use a 7 euros bonus with the code 7FREEFUN.

With a simple mail, i was able to reopen my account when i clearly asked a permanent closure in several mails in the past.

Not to mention that the mail sent, the code was not even valid, when i tried to use it, it says error.

Unfortunately, tonight i deposited several times, in total 195 euros on their casino and lost them.

I should not be able to reopen my account and play when i clearly asked a permanent closure by mail in the past. I have kept all the mails i exchanged with them.

I am asking the full amount refund since my demand was not respected.

If you need mails as proofs of the demand and the way i threatened them so they close my account in the past, i can send you.

Best regards,

mrmileena

Dear mrmileena,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for the permanent self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello again,

I have sent you proofs by mail.

Yes I clearly said why and I asked a permanent closure and to never reopen my account in the future.

Best regards,

mrmileena

Thank you, mrmileena, for the forwarded communication. Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

_________________________________________________________________________________________________________________________________

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Lucky Crypto Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@luckycrypto.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

Hello Patronela,

thank you for your message. I understand it better now with your explanation.

However i have received a 20 bonus from the casino for my deposits and i managed to withdraw 120 euros. I had 320 euros on account but they took 200 unfortunately, i guess the max cash out was 120 euros.

I am really sceptic about this casino because my account is verified, i made the withdrawal and they added a 8 euros bonus a couple hours after i made my withdrawal. I did not play them since i have a pending withdrawal, i wrote to the support to ask why and that it was added by mistake, but i did not get any answer.

So i have a feeling i will have to submit a complaint again, like i will not be paid... let's wait, i hope i am wrong.

Best regards,

mrmileena

Hello,

They paid me 100 euros, removing 20 apparently because it was a free bonus. To me it wasn't this free, since it was based on deposits made but 100 is better than 0.

You can close this complaint as solved.

Thank you in advance.

Best regards,

mrmileena

As the player indicated that the issue has been solved (even if the account seems to be still active) we will now close the complaint as ‘resolved’ in our system. Thank you very much, mrmileena, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru